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New Release of KANA's LAGAN Enterprise Customer Service Suite for Public Sector
KANA Software, Inc. has announced a new version of its LAGAN Enterprise customer service suite for public sector organizations. The press release underlines

customer service public sector  of KANA's LAGAN Enterprise Customer Service Suite for Public Sector KANA Software, Inc. has announced a  new version of its LAGAN Enterprise customer service suite  for public sector organizations. The press release underlines three major additions as well as a number of enhancements. LAGAN Knowledge Management —introduces a new knowledge platform, user interface, and search tool. LAGAN Employee Mobile— allows public sector workers to easily view, accept, update, and close cases while in the Read More...
ERP for Municipalities
In this model, we assume the municipality controls water, sewers and roads. We assume also that it collects municipal or county taxes and manages many of its own assets such as vehicles and wate...
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Documents related to » customer service public sector


Rent.com Selects KANA Cloud Offering for Customer Service
The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important

customer service public sector  KANA Cloud Offering for Customer Service The announcement that KANA Express, a cloud customer service offering, was selected by Rent.com for improved customer engagement was one of more important announcements preceding the recently held KANA Connections 2012 user conference in Las Vegas, where about 180 attendees were able to hear more about the importance of consistent customer experience via multiple channels of communication. The importance of this news is that KANA Software is now winning customers Read More...
It's the Aftermarket Service, Stupid! (Part II)
Part I of this blog topic introduced MCA Solutions and its flagship Service Planning Optimization (SPO) solution for planning and optimizing spare parts

customer service public sector  turnover concurrently with improved customer satisfaction. What are your thoughts in this regard, and your experiences with the solutions like MCA Solutions' SPO? Read More...
Technology Evaluation Centers (TEC) Research Shows Efficient Field Service Management (FSM) Pivotal in the Age of the Customer
In today’s market, everything starts and ends with the customer. From this perspective, the service sector must ensure fluidity in its operations to guarantee

customer service public sector  operations to guarantee positive customer experience. Because of this shift in focus from product to customer, field service management (FSM) software has seen unprecedented growth in recent years and is expected to continue to develop. One of the main factors contributing to this growth is the need of service-based organizations to have a standalone solution focused on determining how to efficiently address customers’ service requests to maintain a positive customer experience, at a competitive cost. Read More...
Nonprofits and Public Sector: The Latest Hot Market
Many recent circumstances have rendered the nonprofit and public sector accounting markets a land of both opportunity and challenges.

customer service public sector  support policies, they insist customer support will be provided for the current and previous versions of all modules. Also, Encore's code has been developed with the same developer toolset as MBS Great Plains, which should make it an attractive opportunity to enhance existing horizontal financial management applications. The Encore acquisition should bring even closer the two former partners' complementary product offerings and should enlarge the opportunities within the public and nonprofit sectors Read More...
Creating the Single Customer View
With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means

customer service public sector  the Single Customer View With today’s strategic focus on data, a significant challenge facing companies is the ability to use data to create a single customer view (SCV). An SCV means that a company has a accurate and complete view of their customers across all applications, databases, and customer touch points. The financial, operational, customer satisfaction, and regulatory effects of unreliable SCVs are overwhelming. Read More...
Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk
IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To

customer service public sector  same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk. Read More...
Predictive Service Excellence for Printers: An Overview of Remote Service Platforms for Printer and Copier Devices
Networked printers and multifunction peripherals often require a high level of support and manual intervention. Secure remote monitoring platforms reduce device

customer service public sector  relationships that can drive customer loyalty. Read More...
Identify and Leverage Your Existing Service Life Cycles
Service management has become critical for today’s organizations. To remain competitive, businesses need more appropriate services to support their customers

customer service public sector  Field Service Management | Customer Service and Support | Business Service Management | Service Management Operations | Providers of IT Services | Relationship with Customers | Solutions by Service Lifecycle | Service Management White Paper | Serice Life Cycle White Papers | End-to-end Service Lifecycle Management | Service Strategy | IT Professionals | Customer Service Management Software | Service Management Governance | Process Automation Engine | Process-oriented Approach | Service Management Read More...
Service: Reduce Cost While Maintaining Customer Satisfaction
Maximizing profit by providing top-quality service at minimum cost is no longer optional – it’s imperative. Reducing the cost of service while keeping customers

customer service public sector  the primary objective of customer service organizations. Customer relationship management (CRM) applications help you streamline customer service processes and reduce cost, enabling you to keep your customers happy and grow your business. Find out how. Read More...
The Customer as a Strategic Asset
Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are

customer service public sector  Customer as a Strategic Asset Ask 500 CEOs to define the word “customer,” and you’ll come up with 500 different answers—with a few common denominators. It turns out these denominators are the same ones used to describe an organization’s long-term strategic assets. Yet for many organizations, customers aren’t considered assets at all; and yet they’re expected to constitute the lifeblood of the business itself. Read More...
The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010
This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences

customer service public sector  Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010 This paper evaluates various service software solutions for customer service and business process professionals to create differentiated customer experiences and build stronger buyer loyalty. Customers are increasingly online, want self-service options, and demand real-time responses. Also, social media has grown to be an important new channel for interacting with customers and engaging in innovative ways. Read More...
Good Customer Service Is Simple
Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good

customer service public sector  Customer Service Is Simple Outstanding customer service is a competitive advantage. Most companies salute good customer service as a key objective. But in its simplest form, what is good customer service? Customer Service—A Simple Definition Customer service means meeting your customer’s expectations. That means you and your customer need to have a mutual understanding of what is expected and you have to deliver on that expectation. The expectation can be very high or very low; the point is that Read More...
SAP Announces SAP 360 Customer
SAP announced its latest business solution, powered by HANA, called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The

customer service public sector  Announces SAP 360 Customer SAP announced its latest business solution, powered by HANA , called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The solution aims to move beyond traditional customer relationship management (CRM) and provide organizations with the neccesary capabilities for improving one-on-one customer interactions in real time. SAP calls out the three key components of 360 Customer as real-time insight, real-time interactions, and real-time Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer service public sector  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...

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